Customer Success Engineer - SaaS Expert

mercor; San Francisco (CA); Hybrid; CLP 39,139,000 - 48,924,000; Part time

Job summary

Mercor is seeking a Customer Success Engineer (LatAm) on a contract basis to assist talent applying for roles on our platform. You will respond to inquiries, triage issues, and provide guidance to users throughout the application process.

You will debug web applications, work with SaaS support tools, and help create helpful talent-facing documentation, all while communicating in clear English. This role is remote and LatAm-focused.

Qualifications

• Debugging modern web apps (React/Node/Flask/Next.js) or equivalent experience.
• 2–5 years of SaaS customer support experience.
• Experience using support platforms (Zendesk/Intercom/Help Scout/Freshdesk/Crisp).

Responsibilities

• Respond to support requests from Mercor’s talent pool applying to roles on the platform.
• Triage and investigate issues using telemetry data, network requests, and DB queries.
• Consolidate insights and recommend product improvements.
• Create talent-facing docs to answer common questions in the support queue.
• Maintain clear, professional English in replies.

Skills

Web debugging

SaaS support

Customer communication

Education

Degree in CS/Software Engineering

Tools

Zendesk

Intercom

Help Scout

Freshdesk

Crisp

Job description

Mercor connects elite creative and technical talent with leading AI research labs. Headquartered in San Francisco, our investors include Benchmark , General Catalyst , Peter Thiel , Adam D'Angelo , Larry Summers , and Jack Dorsey.

Position: Customer Success Engineer (LatAm) Type: Contract Compensation: $40,000–$50,000 Location: Remote

Responsibilities

• Respond to support requests from Mercor’s talent pool who have questions or issues applying for roles on our platform.
• Triage and investigate talent-reported issues by examining telemetry data, inspecting network requests, writing queries against our database, and troubleshooting common browser issues.
• Consolidate insights and make recommendations about product areas needing improvement.
• Build talent-facing documentation to address common questions in our support queue.
• Maintain enthusiasm and positivity while writing replies in near-perfect English.

Qualifications Must-Have

• Ability to debug web applications, likely from a Degree in Computer Science , Software Engineering , or a related technical field OR experience building modern web applications ( React , Node , Flask , Next.js , etc.) OR 2-5 years of experience supporting customers on such web applications.
• Experience doing SaaS-based product work .
• Experience using a support platform like Zendesk , Intercom , Help Scout , Freshdesk , or Crisp .

Originally posted on Himalayas